Product Support Specialist - Australia
Core
Troubleshoot complex SaaS integrations and guide customers through detailed workflows for an enterprise hiring platform.
Role type
Senior IC technical support specialist (SaaS)
Builds
Customer support experience and internal enablement workflows
Domain
Enterprise HR Tech / SaaS
Deliverable
client delivery
Required skills
complex SaaS troubleshooting, technical issue isolation, systematic thinking, asynchronous communication, B2B support experience, deep product knowledge, workflow automation
Preferred skills
curiosity, ownership, empathetic communication, ability to explain technical concepts to diverse audiences
Technologies
SaaS platforms, integrations, ticketing systems
Responsibilities
Troubleshoot sophisticated integrations and resolve complex technical tickets, guide customers through detailed workflows and best practices, synthesize technical work from engineering to create team enablement, develop workflow automation to improve team efficacy, communicate clearly with customers in asynchronous environments, escalate issues to engineering when necessary
